Director of Support

Replit is the fastest way to turn ideas into software. With our powerful AI-powered Agent and Assistant, anyone can create and launch apps from natural language in just one click. Build and deploy full-stack applications directly from your browser—no setup required. Never written a line of code in your life? No problem. Replit makes software creation accessible, collaborative, and lightning-fast. Join us in our mission to empower the next generation of builders.Role OverviewWe're seeking a hands-on strategic Director of Support to lead our customer support initiatives. This individual will manage the global support team while significantly contributing to process improvement and best practices ensuring customer satisfaction. This role will have a heavy focus on account and billing support.Key ResponsibilitiesOversee multi-channel support operations including phone, email, chat, and self-service platformsLead, mentor, and scale a globally diverse customer support team of 15-25+ professionalsRecruit top talent and foster a customer-centric culture and maintain high team engagement and retentionDefine customer experience standards and service level agreements for both B2B and B2C segmentsDesign scalable support processes to handle high-volume consumer and enterprise inquiries efficientlyWork closely with Product, Engineering, Sales and Support Engineering teams to communicate customer needs and bug prioritizationPartner with the executive team to integrate customer feedback into product development and business strategyRequirements8+ years of customer support experience with 4+ years in leadership rolesProven track record managing both B2B and B2C SaaS customer support operationsExperience building support organizations from the ground up or through significant transformationProven to use best practices across tech industry for reporting and scalingExperience scaling support teams and operations during periods of rapid growthPrior use of AI tools to create efficienciesExperience with support platforms (Zendesk preferred) and collaboration toolsExcellent communication skills across technical and non-technical audiencesSelf-directed with a bias toward action and problem-solving with the ability to balance high-volume support demands with strategic improvementFull-Time Employee Benefits Include: Competitive Salary & Equity 401(k) Program ⚕️ Health, Dental, Vision and Life Insurance Short Term and Long Term Disability Paid Parental, Medical, Caregiver Leave Commuter Benefits Monthly Wellness Stipend ‍ Autonoumous Work Environement In Office Set-Up Reimbursement Flexible Time Off (FTO) + Holidays Quarterly Team Gatherings☕ In Office AmenitiesWant to learn more about what we are up to?Meet the Replit AgentReplit: Make an app for thatReplit BlogAmjad TED TalkInterviewing + Culture at Replit Operating PrinciplesReasons not to work at ReplitTo achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.This is a full-time role that can be held from our Foster City, CA office. The hybrid role has an in-office requirement of Monday, Wednesday, and Friday.

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